Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return 

Please fill out a returns form using the following link - RETURNS FORM. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return via the form will incur a £10 restocking fee.

Once a return has been authorised USTUDIO will send the customer a returns label. Please ensure the item is well packaged so as to arrive with USTUDIO in re-sellable condition. The customer will then have to drop the parcel at a Royal Mail drop off.

Costs 

The cost of postage will be deducted from any refund issued. Our standard return cost is £5 per parcel but this may vary according to weight (we will let the customer know if there is likely to be a higher return cost.) If the item is damaged in transit or faulty on arrival then we will not expect the customer to pay for any return.

You can always contact us with any questions about returns at hello@ustudio.shop.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods if opened (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Exchanges

To make an exchange, you will need to order the replacement item as a new order which we will process as a separate order to the original. When you return the unwanted item we will refund the original order. You do not have to wait for the return to be refunded before triggering the exchange, but may wish to wait for the money to be returned before placing the new order. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note, that if a customer refuses the acceptance of goods from our nominated courier for any reason other than clear and obvious damage to the box or shipping container or product, or does not provide the correct information necessary for delivery of goods and subsequently the products are returned to us, we reserve the right to charge a discretionary restocking fee of up to £10 per item.